2,277 complaints made against e-commerce sellers to Case from Jan to May 2024
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In 2023, Case received 3,711 such complaints, a 47 per cent increase from the 2,530 complaints received in 2022.
PHOTO: LIANHE ZAOBAO
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SINGAPORE - The Consumers Association of Singapore (Case) received 2,277 complaints from consumers involving online purchases from January to May 2024.
This works out to an average of about 455 cases per month for the first five months of 2024, which is higher than the monthly average of about 309 in 2023.
The consumer watchdog said in a statement on July 5 that it had received 3,711 such complaints in 2023, a 47 per cent increase from the 2,530 complaints received in the previous year.
Common complaints included issues with receiving purchased goods and delays in refunds.
In 2023, following the increase in complaints from consumers involving online purchases, Case launched the CaseTrust Accreditation Scheme for E-businesses, or the e-CaseTrust scheme.
Consumers can now identify the first batch of accredited businesses under this scheme by looking out for the CaseTrust mark, the watchdog said.
CaseTrust-accredited companies, it said, had to meet “Case’s rigorous criteria through a comprehensive assessment process”.
“This includes ensuring transparent pricing, honouring displayed prices, providing clear business information, implementing efficient online ordering systems and maintaining robust security measures,” it said.
The accredited businesses are PowerPac, Hepapapa, Zalora, Orion Future Holdings, PC Sifu, Remode Hub and Vipshop Singapore. They span a wide range of sectors including fashion, household electronics and appliances, as well as vehicle services.
Ms Suzy Pronstroller, director of legal and government relations at online fashion retailer Zalora, said: “As online scams become more prevalent, CaseTrust accreditation serves as a valuable differentiator for legitimate and responsible retailers like Zalora.”
Ten other businesses have applied for accreditation and these are being reviewed, Case said.
The watchdog said the accreditation process for the first batch of e-CaseTrust applicants took about seven months. It said it aims to reduce this time by refining the process and enhancing support for applicants, without elaborating.
Case president Melvin Yong said: “Consumers who shop from CaseTrust accredited e-businesses can expect clear pricing, secure payments and robust consumer-friendly practices.”
He added that Case hopes more businesses will apply for the scheme and “provide consumers with a safer online shopping experience”.
E-businesses that are interested in applying for e-CaseTrust accreditation can e-mail casetrust@case.org.sg
They can also sign up for a workshop by Nanyang Polytechnic’s Singapore Institute of Retail Studies, which offers training tailored to achieving CaseTrust accreditation.
Funding support of up to 90 per cent is available to eligible attendees.
